Case Manager Lead

About the role

IEM is seeking a Full-Time Lead Case Manager responsible for reviewing program applications for accuracy, completeness, and compliance while serving as a day-to-day resource for a team of Case Managers.

Responsibilities

• Serve as a day-to-day resource for Case Managers by answering routine questions, providing guidance on processing activities, and promoting consistent application of program policies and procedures.
• Maintain advanced working knowledge of program requirements, departmental process flows, standard operating procedures, and eligibility guidelines.
• Aid in resolving routine case issues, identifying appropriate escalation paths, and coordinating with management when needed.
• Manage individual workload, productivity, and communications to ensure accurate, efficient, and policy-compliant case processing.
• Review applications and supporting documentation for accuracy, completeness, and eligibility in accordance with program policies and procedures.
• Investigate discrepancies, identify issues, and resolve cases using sound analysis, customer service skills, and established escalation protocols.
• Accurately document case activity, maintain complete case files, and ensure records are audit-ready and compliant with federal, state, and program requirements.
• Track case progress, update case management systems, and support reporting requirements as assigned.
• Monitor trends in case processing, identify recurring questions or issues, and communicate observations and recommendations to management to support operational consistency and continuous improvement.
• Aid in onboarding support, peer mentoring, and knowledge transfer activities for new Case Managers, as directed.
• Communicate professionally and empathetically with applicants, responding to inquiries and requests in a timely manner and providing guidance throughout the application process.
• Collaborate with internal teams to support operational objectives and program delivery.
• Exercise sound judgment, discretion, and confidentiality when handling sensitive applicant information.

Requirements

• Minimum Qualifications: Degree: Associate’s Degree or higher from an accredited university within a field relevant to this role. Experience: Two - Four (2-4) years of experience providing customer service and/or clerical work. Experience and Degree Substitution: An equivalent combination of education and relevant experience may be considered in lieu of a degree.
• Demonstrated ability to perform job functions with limited supervision while providing excellent customer service.
• Strong problem-solving, organizational, and analytical skills.
• Excellent interpersonal, written, and oral communication skills with the ability to effectively support peers and applicants.
• Intermediate to advanced Microsoft Office skills and the ability to quickly learn new software applications.
• Ability to acquire, interpret, and apply applicable rules, regulations, policies, and procedures.
• Ability to provide guidance and direction to team members without direct supervisory authority.

Qualifications

• Preferred Qualifications: Experience with housing grant programs – particularly CDBG-DRTwo (2) years of housing experience – particularly experience with disaster recovery initiatives or other similar grant programs.

Benefits and More

• Rate will be based on experience and location: $29.00 - $32.00 hour
• 10 paid Holidays
• Vacation Pay
• Sick Pay
• 401 (K) plan with matching
• Company paid STD and LTD